Job Title: Passenger Assistance Clerk

BUSINESS FUNCTION: Customer & Commercial - Stations

SALARY: £26,101

Grade ROLE TYPE: RO2

LOCATION: Manchester Oxford Road

HOURS: Full Time - 6 Month FTC

Join Our Team as a Passenger Assistance Clerk

We are looking for enthusiastic and compassionate Passenger Assistance Clerk to join our team at Oxford Road station! If you’re someone who loves helping people and ensuring a smooth and comfortable travel experience, this role is perfect for you!

About the Role:

As a Passenger Assistance Clerk, you will play a key role in assisting passengers who need help with boarding, alighting, and traveling through our stations. Your role is to ensure that all passengers, including those with mobility challenges, have a safe and positive journey experience.

What you’ll be doing

Passenger Support :Assist passengers who need extra help with their journey, whether it’s boarding, alighting, or traveling through the station

Provide guidance and ensure the safety of passengers, especially those with mobility needs or special requirements

Excellent Customer Service: Deliver exceptional customer service, always with a friendly and patient approach

Respond to passengers' queries and concerns with care and professionalism

Station Awareness: Be familiar with the layout of the station and surrounding areas to offer clear directions and assistance

Ensure that station facilities are accessible to all passengers

Problem Solving: Handle any disruptions or challenges quickly, calmly, and effectively

Work closely with station staff to resolve any issues as they arise

About you

• Great Communication Skills You’ll need to communicate effectively with passengers, colleagues, and other stakeholders
• Empathy & Patience A passion for helping others and providing excellent customer service in a variety of situations
• Quick Thinker The ability to stay calm under pressure and solve problems swiftly
• Flexible Availability Willingness to work shifts, including weekends and evenings, to ensure that passengers are supported at all times

What’s in it for you?

At Northern, we don’t just value our people - we go the extra mile to support them. Here’s a taste of what you can look forward to:

Free Travel: Unlimited free travel for you, your partner, and your dependents on Northern services. Plus up to 75% discount on other networks in the UK and Europe.

Generous Pension Scheme: We top up your contributions by 1.5 times.

Enhanced Family Benefits: We offer 9 months of full pay for maternity leave and 2 weeks for paternity leave.

Cycle to Work Scheme: Save up to 42% on a bike and spread the cost.

Electric Car Scheme: Lease a brand new electric or plugin hybrid car.

Exclusive Discounts: From shopping to wellbeing, Northern Perks has you covered.

Employee Assistance Programme: 24/7 support for family, lifestyle, and more.

Training and Career Development: We offer tailored training to our colleagues and opportunities to gain recognised qualifications. Plus enhanced career pathways no matter what part of the business you’re in.

Recognition: We know how important it is to show how much we appreciate our people. That’s why we have our Northern Lights and Northern Sparks Awards, recognising and celebrating brilliance every day.

Why Northern?

We’re more than just a train operator. We’re the heartbeat of the North – connecting communities, creating opportunities, and driving sustainable growth. With 2,650 trains running daily, we’re on a mission to improve rail travel and enhance the customer experience while protecting the environment.

Back in 1825, the first passenger train set off in the North of England, beginning a journey that would transform travel across the world. We’ve recently celebrated 200 years of the modern railway and, as we reflect on that legacy, our focus is now on the future as Great British Rail takes shape. Join us at this pivotal moment in rail history and play your part in our journey.

A place for everyone

The best journeys happen when everyone feels welcome on board.

At Northern, we don’t just move people from A to B - we’re building a team where everyone feels they belong. Our talent team can make reasonable adjustments to the process if that’s something you need. We're also a Level 2 Disability Confident employer, so if you meet the minimum criteria for the role, we’ll always offer an interview.

We automate parts of our screening process to remove any unconscious bias and to make sure every application is treated fairly. All successful offers will be subject to a DBS check and a medical assessment.

No matter your background, experience, or whether you call it a bap, barm, or cob… there’s a place for you here in the railway.